topic Re: Bill payment not reflecting in Get Support

Bill payment not reflecting

dilshadk — Thu, 06 Jan 2022 08:24:26 GMT

Hi team

I have already paid my outstanding amount on 13th sept and there is a debit entry in my bank statement. However my number is blocked now and i hear instructions stating i have exhausted my balance. which is impossible as i dont make enough calls or get enough calls and dont even use the data enough. I need my number activated or a detailed billing statement

Re: Bill payment not reflecting

Anonymous — Sat, 18 Sep 2021 16:42:39 GMT

@dilshadk

go sign in to Self-Serve, to review your account,

1. Click on Payment

2. Make a Payment

3. one Time Payment

4. you will see your Amount Due:$ !

5. Payment Type: selected other ( Enter the desired payment amount )

6. how much you see at Amount Due:$ ! you will do manually enter Amount: $ ! + $1 extra

7. Tax: will collect automatically,

8. Click ‘Submit’,

9. after payment gone through, you have to do Rebooting your phone

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

10. and how much you pay the extra is will going to your account Available funds:$ ! has the amount left,

and for next bill cycle the will take it from there automatically,

and if still not fix it follow this,

Add Funds to your Plan Amount through Self Serve
Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Reboot your phone.
what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.

Re: Bill payment not reflecting

Anonymous — Sat, 18 Sep 2021 16:43:27 GMT

@dilshadk : Blocked? Can you dial 611? What does it say? Can you login to your self-serve account? What does it say?

Re: Bill payment not reflecting

hTideGnow — Sat, 18 Sep 2021 16:44:10 GMT

@dilshadk can you login to My Account and check thr account status?

also check thr transactions history and see it it shows the payment couple days ago

also, what plan do you have?

let us know what is it and we can advise.

Re: Bill payment not reflecting

esjliv — Sun, 19 Sep 2021 01:50:22 GMT

@dilshadk wrote:
Hi team
I have already paid my outstanding amount on 13th sept and there is a debit entry in my bank statement. However my number is blocked now and i hear instructions stating i have exhausted my balance. which is impossible as i dont make enough calls or get enough calls and dont even use the data enough. I need my number activated or a detailed billing statement

@dilshadk

Are all your services working except outgoing calls?

If you are receiving a message saying you need long distance calling, and you are on a Canada Wide calling plan, then try adding a "1" in front of the number you are calling.

Also, reboot your phone and perform a reset of your network settings...does the call complete then?

If you are on the $15 limited calling plan, check to see if your Plan Minutes shows up under your Overview area of your Self serve account. If you do not see this, this generally means you have used up your outgoing minutes for this particular cycle.

If this is the case, you could purchase the 500 minutes Canada wide calling addon for $5. This stays on your account until all used up, but your Plan data will always be used first.

Re: Bill payment not reflecting

hTideGnow — Sun, 19 Sep 2021 02:18:20 GMT

@dilshadk do you have a $15 plan? just curious what you meant by you have exhausted your balance?

If you logon to My Account? Is it showing your status is Active?

If you have a $15 plan, do you see a line about your 100 minutes? And a line about your 250 MB data? If you don't see any of them, then that item is all used

If you have a non-$15 plan, then you should have unlimited minutes. You can try to put a 1 in front of the10 digit phone numbers.

But give us more info first, important part is what kind of plan you have? You can get incoming calls?